How to Make a Travel Insurance Claim: Step-by-Step Guide for 2025

Nobody buys travel insurance hoping to use it, but when things go wrong, knowing how to make a claim can save you thousands of dollars and hours of stress. In 2025, the claims process is more streamlined than ever—but you still need to follow the right steps. Here’s your complete guide.

Before You Travel: Set Yourself Up for Success

The best time to prepare for a potential claim is before you leave:

• Read your PDS: Understand what’s covered, what’s excluded, and what documentation you’ll need.
• Save your policy details: Keep a digital copy of your policy number, insurer’s contact details, and 24/7 emergency assistance number on your phone.
• Keep receipts: From the moment you book, save all receipts for flights, accommodation, tours, and other expenses.
• Declare pre-existing conditions: Ensure any health conditions are disclosed and accepted before departure.

During Your Trip: What to Do When Things Go Wrong

If an incident occurs that may lead to a claim:

Medical Emergencies

1. Contact your insurer’s emergency line immediately: They can direct you to approved medical providers and guarantee payment for hospital admission.
2. Keep all medical records: Obtain copies of medical reports, prescriptions, and invoices.
3. Get a police report if applicable: For accidents or assaults, file a report with local police.

Lost or Stolen Belongings

1. Report to police within 24 hours: Obtain a written police report—this is essential for theft claims.
2. Report to your airline: For lost luggage, file a Property Irregularity Report (PIR) at the airport.
3. Document everything: Take photos of damaged items, keep receipts for emergency purchases, and note serial numbers of lost electronics.

Trip Cancellation or Interruption

1. Contact your travel providers: Cancel or change bookings and request refunds where possible.
2. Obtain written confirmation: Get emails or letters confirming cancellation policies and any refunds provided.
3. Get medical certificates: If cancelling due to illness, obtain a doctor’s certificate stating you’re unfit to travel.

Flight Delays

1. Get written confirmation from the airline: Document the delay, reason, and any compensation offered.
2. Keep receipts for expenses: Meals, accommodation, and transport costs incurred due to the delay.

Making Your Claim: Step-by-Step

Once you’re home (or even while still travelling), follow these steps:

Step 1: Notify Your Insurer

Contact your insurer as soon as possible. Most have online claim portals, apps, or phone lines. Early notification helps speed up the process.

Step 2: Complete the Claim Form

Fill out the claim form accurately and completely. Include:

• Your policy number and personal details
• Date, location, and description of the incident
• Amount being claimed
• Details of any other insurance or compensation received

Step 3: Gather Supporting Documents

Attach all relevant documentation:

• Police reports (for theft, accidents, assaults)
• Medical reports and invoices
• Receipts for expenses claimed
• Booking confirmations and cancellation notices
• Airline delay confirmations
• Proof of ownership for lost items (receipts, photos, bank statements)

Step 4: Submit Your Claim

Submit via the insurer’s preferred method (online portal, email, or post). Keep copies of everything you send.

Step 5: Follow Up

Most insurers aim to process claims within 10–20 business days. If you haven’t heard back, follow up. Be prepared to provide additional information if requested.

Tips for a Successful Claim

• Be honest: Exaggerating or providing false information can void your entire policy.
• Meet deadlines: Most policies require claims within 30–60 days of the incident.
• Claim from other sources first: If you’ve received compensation from an airline or credit card, disclose this—insurers typically only cover the gap.
• Don’t discard damaged items: The insurer may ask to inspect them.
• Use the emergency line for big incidents: For hospitalisations or evacuations, always call the 24/7 line first.

What If Your Claim Is Denied?

If your claim is rejected:

1. Ask for a written explanation: Understand exactly why it was denied.
2. Review your policy: Check if the denial is justified based on the PDS.
3. Lodge an internal complaint: Most insurers have a formal complaints process.
4. Escalate to AFCA: If unresolved, the Australian Financial Complaints Authority (AFCA) can review your case for free.

Real-World Example

Emily’s laptop was stolen from her hotel room in Barcelona in 2025. She reported the theft to local police within hours and obtained a written report. Back home, she submitted her claim with the police report, proof of purchase (bank statement), and photos of the laptop. Her insurer approved the claim within two weeks, paying out $1,800 minus a $200 excess.

The Bottom Line

Making a travel insurance claim doesn’t have to be stressful. Document everything, report incidents promptly, and follow your insurer’s process. In 2025, most claims are straightforward if you’ve done the groundwork—leaving you free to focus on your next adventure.